Lapwing Airlines

Mobile Flight Booking Experience

A concept project exploring how to create a clearer, faster, and more intuitive mobile flight-booking journey.

This case study was completed as part of the UX Design Institute diploma, where I led the full UX process - from research and insight generation to user flows, interaction design, and a functional mobile prototype.

The goal: Streamline the end-to-end booking experience and reduce friction at each step, using a user-centred and mobile-first approach.

Project Overview

  • Type: Concept / UX Case Study (UXDI Diploma)

  • Role: End-to-End UX (Research → Flows → Interaction Design → Prototype → Wireframes)

  • Platform: Mobile (iOS/Android)

  • Timeline: 8 weeks

  • Tools: Figma, Miro, Reflector

The Problem

Booking a flight on mobile is often slow, cluttered, and unclear. Users struggle with hidden fees, poor transparency, complex steps, and uncertainty about what’s required next.

The challenge was to design a booking journey that feels simple, predictable, trustworthy, and easy to complete on any device.

  • Research & Insights

    To understand how people book flights and where friction occurs, I carried out four research methods: competitive benchmarking, surveys, note-taking from observed usability tests, and moderated remote usability testing.

    Across all research, three key opportunity areas emerged:

    Visual clarity — Users felt overwhelmed by clutter, inconsistent layouts, and unclear information hierarchy.

    Transparency & trust — Hidden fees and confusing steps caused hesitation and drop-offs.

    Guidance & expectations — Users wanted clearer progress indicators and more predictable steps.

    These findings shaped every design decision in the project.

  • Customer Journey Mapping

    I created a full journey map capturing user goals, motivations, behaviours, pain points, and moments of delight across the booking process.

    This exposed the highest-impact UX issues: confusing search inputs, unclear results, unpredictable add-ons, and a long, fragmented checkout.

  • User Flow

    With the insights defined, I mapped a clear, linear end-to-end flow - from home screen to booking confirmation.

    The goal was to reduce cognitive load, simplify decision points, and ensure transparency at each step.

Interaction Design

I sketched every screen to define functional behaviour, screen states, hierarchy, and mobile interactions.

These sketches formed the blueprint for the prototype and later wireframes.

Interactive Prototype

The high-fidelity mobile prototype was built to test navigation, clarity, and completeness of the redesigned booking flow. It brings the full journey to life — from flight search to payment and confirmation.

Wireframes

The final stage involved creating developer-ready wireframes detailing screen states, behaviours, and interaction rules.

This ensured no ambiguity for build and captured every edge case uncovered through testing.

What I Learned

This project strengthened my ability to:

  • Synthesise large volumes of research into clear problem statements

  • Let insights shape product decisions

  • Design mobile-first flows with attention to usability and clarity

  • Move quickly from concept → sketches → prototype → wireframes

  • Present work in a structured, professional UX case-study format

It also reinforced the importance of trusting the UX process and letting patterns reveal themselves naturally through structured research and iteration.